Customer Support Engineer
Oxa, United States
Job Description
Who are we?
Oxa is enabling the transition to self-driving vehicles through an initial focus on the most commercially advanced sector; the autonomous shuttling of goods and people.We are home to some of the world’s leading experts on autonomous vehicles, creating solutions such as Oxa Driver, equipping vehicles with full self-driving functionality; Oxa MetaDriver, using Generative AI to accelerate and assure the safety of deployments; and Oxa Hub, a set of cloud-based offerings for autonomous fleet management. Our technology is being deployed across the UK and the U.S, and we’re partnering with a fast-growing ecosystem of operators, vehicle OEMs and equipment makers serving autonomous transportation globally as it advances.
Based in Oxford, and with offices in Canada and the U.S, Oxa was founded in 2014 and is growing rapidly (350+ ‘Oxbots’ to date). Our purpose is to change the way the Earth moves, through an uncompromising focus on safety, efficiency and explainability of our AI approaches. The company has attracted $225 million from leading investors so far, with $140 million raised in the last Series C funding round in January 2023.
Your Role
As a Customer Support Engineer within the Support team, you will play a critical role in providing technical support and guidance to our customers. You will be responsible for troubleshooting, diagnosing and resolving customer issues while ensuring a high level of customer satisfaction. This role requires a combination of technical expertise, problem-solving skills, communication skills, empathy, a proactive attitude and a passion for customer service excellence.
Responsibilities
- Provide technical support and resolve customer requests via email, phone, and other communication channels.
- Qualify incoming requests, including technical issues, questions, requests and other inquiries.
- Prioritise requests with the appropriate level of urgency, and follow the appropriate procedure to address them in a timely and effective manner.
- Diagnose and troubleshoot software, hardware, and network issues.
- Guide customers through diagnostic and resolution procedures in a clear and concise manner.
- Collaborate with different internal teams to identify and resolve issues.
- Provide feedback on customer needs and product enhancements.
- Develop and maintain a deep understanding of the company’s products and services.
- Document customer interactions, issues and solutions for future reference and knowledge sharing.
- Create and maintain customer FAQs and Knowledge Base articles.
Requirements
What you need to succeed:
- Recent experience in technical support, customer service or similar role.
- Experience diagnosing and debugging complex systems (Grafana, Prometheus, Cloud Operations Suites, etc)
- Familiar with Linux/Unix environments and CLIs
- Outstanding problem-solving and analytical skills.
- Strong communication skills, both verbal and written, with an ability to explain complex technical issues in simple terms.
- Customer-oriented attitude with a passion for providing exceptional service.
- Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
- Willingness to work in different shifts and participate in on-call schedules.
Extra kudos if you have:
- An understanding of computer vision, mobile autonomy or LiDAR data processing.
- A degree (or equivalent experience) in Engineering/Robotics/Computer Science or related subject, or equivalent work experience
Benefits
We provide:
- Competitive salary, benchmarked frequently
- Hybrid working arrangements
- PTO 25 days
- United Healthcare Medical Insurance - we cover 95% with 5% employee contribution
- 401k Retirement plan with Safe Harbour
- Life Assurance
- ADamp;D Insurance
- Short and Long Term Disability Insurance
- Dental and Vision - Fully funded for you and Oxa will contribute 50% of costs for dependants
The base salary for this position is expected to be between $45,000 - 51,000 USD per year. However, base pay offered may vary depending on factors such as skills alignment, industry knowledge and location.
This role requires flexibility to cover a shift rotation.
Our Culture:
We promote an open and inclusive culture that empowers our Oxbots to bring their whole, authentic selves to work every day. Oxa is proud to be an inclusive organisation and, as such, we require all team members within our recruitment process to understand and deploy best practices focused on de-biasing the whole recruitment cycle.We also apply a ne